Who do your customers trust?

According to the Edelman Trust Report, 65% of customers see credibility in someone like themselves in your organisation – up 22% from 2011. Only 38% trust the CEO – down 12%. This decline in the CEO trust is the largest since Edelman started doing this work.

Making “the ordinary people” in your organisation engaged social employees means that your organisation’s brand reputation is more likely to be improved than when the CEO stands up and says you’re all great.

The public’s expectations of a trusted organisation rank the following (first is the most important) facets:

  1. Listens to customer needs and feedback (67%)
  2. Offers high quality products or services (67%)
  3. Treats employees well (64%)
  4. Places customers ahead of profits (62%)
  5. Take responsible actions to address an issue or crisis (62%)
  6. Has ethical business practices (60%)
  7. Has transparent and open business practices (60%)
  8. Communicates frequently and honestly on the state of its business (57%)

What does this list tell us? It tells us that listening, ethical, caring, communicative and transparent organisations is what customers want. By implication, organisations that behave in these ways will succeed.

How do organisations achieve these characteristics?:

  • By becoming a social business where the culture of the organisation encourages these facets.
  • By a senior exec close to the customer’s needs leading the breaking down of the organisational barriers to achieve openness and transparency
  • By recognising that the employees in the organisation are the people that your customers really listen to when they are seeking to trust your organisation.

I’d recommend anyone interested in social business transformation to take a look at the Edelman report and consider how IBM’s AGENDA for Social Business can provide practical steps to achieve these ends. Check out Sandy Carter’s slide deck on Slideshare, below:

Enabling application installation in Lotus Notes

This is something I constantly have to search for when I am installing a Lotus Notes client and want to install something like the IBM Connections Status Updates sidebar plugin.

To be able to install new features into Eclipse (Lotus Notes client) it is necessary to edit the plugin_customization.ini file which is buried in the installation folder of Lotus Notes.

Full details of this procedure can be found here, but for my own benefit if nothing else, here is a shortened version of the instructions to get me to where I need to go.

On the Mac

  1. Shut down Lotus Notes
  2. Right click on the Lotus Notes icon in the Applications folder and select Show Package Contents
  3. Drill down to the /Contents/MacOS/rcp folder
  4. Open plugin_customization.ini in TextEdit, or similar.
  5. Add the following line of code to the end of the file: com.ibm.notes.branding/enable.update.ui=true
  6. Save and close the file
  7. Start Notes
  8. The Install menu item appears under File, Application

On Windows

  1. Shut down Lotus Notes
  2. Open Windows Explorer and navigate to \notes install dir\framework\rcp ,e.g c:\program files\ibm\lotus\notes\framework\rcp
  3. Open plugin_customization.ini in Notepad, or similar.
  4. Add the following line of code to the end of the file: com.ibm.notes.branding/enable.update.ui=true
  5. Save and close the file
  6. Start Notes
  7. The Install menu item appears under File, Application

Enabling application installation in Lotus Notes

This is something I constantly have to search for when I am installing a Lotus Notes client and want to install something like the IBM Connections Status Updates sidebar plugin.

To be able to install new features into Eclipse (Lotus Notes client) it is necessary to edit the plugin_customization.ini file which is buried in the installation folder of Lotus Notes.

Full details of this procedure can be found here, but for my own benefit if nothing else, here is a shortened version of the instructions to get me to where I need to go.

On the Mac

  1. Shut down Lotus Notes
  2. Right click on the Lotus Notes icon in the Applications folder and select Show Package Contents
  3. Drill down to the /Contents/MacOS/rcp folder
  4. Open plugin_customization.ini in TextEdit, or similar.
  5. Add the following line of code to the end of the file: com.ibm.notes.branding/enable.update.ui=true
  6. Save and close the file
  7. Start Notes
  8. The Install menu item appears under File, Application

On Windows

  1. Shut down Lotus Notes
  2. Open Windows Explorer and navigate to notes install dirframeworkrcp ,e.g c:program filesibmlotusnotesframeworkrcp
  3. Open plugin_customization.ini in Notepad, or similar.
  4. Add the following line of code to the end of the file: com.ibm.notes.branding/enable.update.ui=true
  5. Save and close the file
  6. Start Notes
  7. The Install menu item appears under File, Application

IBM Docs part 2 – Social Spreadsheets and Presentations

Following on from yesterday’s blog entry about Social Documents in IBM Docs I wanted to finish my little series with a look at the other parts – Spreadsheets and Presentations.

Spreadsheets

Spreadsheets are the staple of most businesses but I am sure 95% of us use only the very basic elements of a spreadsheet – columns, summing, sorting and the likes. IBM Docs reaches out to us casual users by providing the controls that most of us use plus the ability to export the documents into OpenOffice or Microsoft Office format for the real professionals.

Like with the other document types, the starting place for a new spreadsheet is your list of files. Click New and then Spreadsheet to get started.

My Files

The result is a pretty conventional-looking spreadsheet anyone these days would recognise:

Spreadsheet Document

To illustrate the use of the spreadsheet I am going to put together a short list of sales figures for a number of US states, get the total and then sort the results.

Safari

I’ve typed in my states and put some numbers in the next column. I behaves exactly like any other spreadsheet. In the row below the last number I want to put a total. Like in Excel or Symphony you use the sum function:

=sum(B1:B10)

Like in Excel, I press the equals sign then type SUM followed by the bracket. I can then drag across the cells (shown in red) for IBM Docs to pop the range into the formula). I finish my formula with a close bracket and hit return:

Safari

The result is shown as 610 in this example. No I want to sort my list of states into alphabetical order. I select the whole range of data and then choose Data, Sort from the menu bar. A dialog box comes up:

Safari

I click OK and guess what – the list is sorted.

Social Spreadsheet

While looking at the newly-sorted numbers I see that the California number is quite low. I decide to flag this for review by one of my colleagues. I click on the 19 next to California and choose Team, Comments. The side bar pops out and I can type in a comment. When I hit Add it appears in the list. A little orange triangle in the cell shows that there are comments about it.

Safari

OK, so I have made a comment, but what if I know that the value for Georgia is wrong and needs review. Rather than save the file and email it to one of my colleagues for review (and all the inherent problems that come with that), I choose to assign the Georgia value cell to one of my colleagues. Clicking on Team, Assign Cells brings up a dialog box:

Safari

Here IBM Docs allows me to create a new activity (in the activities area of Connections), give the task a title and assign it to someone with an instruction, due date and settings for their access.

The assignee gets an email and a link to the activity and spreadsheet and the ability to edit that value. I get a notification when the task is completed.

Safari

This ability to work socially and collaboratively on the same document is absolutely fantastic. It has been well thought-out by IBM and well integrated into Connections so that I can continue to work with it as the centre of my business activities.

The Good Citizen

Although IBM Docs spreadsheet currently lacks some of the high-end power which spreadsheet-jockeys would expect, there is a broad selection of functions available:

Safari

It also handles the round-trip to its desktop counterparts very well. By default IBM Docs stores the files as OpenOffice format and so opening them in, say, Lotus Symphony is as easy as downloading the file.

Spreadsheet Document ods

Download the file into Symphony:

Spreadsheet Document ods  Spreadsheet  IBM Lotus Symphony

I can also download and share in the traditional manner with my Excel counterparts:

Safari

The result is the same:

Spreadsheet Document xls

But what about something a bit more complex? Well, here’s an example I created in Excel recently. It’s a rollout plan for desktop computers:

GMB South West Plan v4 xlsx

Opening the file in IBM Docs produces this:

GMB South West Plan v41

Pretty good for a browser! IBM Docs Spreadsheets is a competent, compatible and easy to use browser-based alternative to a desktop spreadsheet application. It is also excellent at working in a social setting by not only sharing but managing the collaborative editing of individual cells with your team members.

Presentations

Presentations in IBM Docs works much like the other document types. You log in, go to your files, and create a new Presentation file. When it opens you see the familiar opening slide:

Presentation

It’s easy to change the master template to something a bit more interesting than the black and white:

Safari

Presentation

Each of the text boxes is editable, so putting titles and text in is as easy as it is in PowerPoint:

Presentation

Like its counterparts, IBM Docs Presentations is intended to be collaborative and social and so it becomes easy to flesh out a presentation and assign individual slides to your colleagues to work on, again without the messy need for sending emails with files around and then trying to merge the results:

Presentation

Delivering a presentation

I must confess to having been a bit skeptical about how good a browser-based presentation would be. When you switch into Presenter mode, a new window pops up maximised to the size of your window. Pressing F11 puts you into full screen mode:

IBM Docs

Clicking the mouse on up/down on the cursor keys is all you need to move through the slides like you would in PowerPoint.

For a bit of pizzazz, IBM Docs Presentations also includes slide transitions. Here’s an example screencast of transitions working in a web browser window:

http://content.screencast.com/users/alanghamilton/folders/Camtasia/media/dfae762e-ad17-43a3-a50d-e42af635778b/mp4h264player.swf

Summary

In summary therefore I hope you can see that IBM Docs brings something new to the world of browser-based office productivity. It gives you the familiar controls and features virtually all of us use on a daily basis but removes the headache of trying to manage the input of others into your work. By working socially and collaborating on the content you can use IBM Docs to smoothly prepare for that big presentation, or review that document in a way which I believe is unique in the market.

Thanks for sticking with me on this two-part series, I hope that you’ve found this look at IBM Docs useful and would love to hear your comments.

IBM Docs part 2 – Social Spreadsheets and Presentations

Following on from yesterday’s blog entry about Social Documents in IBM Docs I wanted to finish my little series with a look at the other parts – Spreadsheets and Presentations.

Spreadsheets

Spreadsheets are the staple of most businesses but I am sure 95% of us use only the very basic elements of a spreadsheet – columns, summing, sorting and the likes. IBM Docs reaches out to us casual users by providing the controls that most of us use plus the ability to export the documents into OpenOffice or Microsoft Office format for the real professionals.

Like with the other document types, the starting place for a new spreadsheet is your list of files. Click New and then Spreadsheet to get started.

My Files

The result is a pretty conventional-looking spreadsheet anyone these days would recognise:

Spreadsheet Document

To illustrate the use of the spreadsheet I am going to put together a short list of sales figures for a number of US states, get the total and then sort the results.

Safari

I’ve typed in my states and put some numbers in the next column. I behaves exactly like any other spreadsheet. In the row below the last number I want to put a total. Like in Excel or Symphony you use the sum function:

=sum(B1:B10)

Like in Excel, I press the equals sign then type SUM followed by the bracket. I can then drag across the cells (shown in red) for IBM Docs to pop the range into the formula). I finish my formula with a close bracket and hit return:

Safari

The result is shown as 610 in this example. No I want to sort my list of states into alphabetical order. I select the whole range of data and then choose Data, Sort from the menu bar. A dialog box comes up:

Safari

I click OK and guess what – the list is sorted.

Social Spreadsheet

While looking at the newly-sorted numbers I see that the California number is quite low. I decide to flag this for review by one of my colleagues. I click on the 19 next to California and choose Team, Comments. The side bar pops out and I can type in a comment. When I hit Add it appears in the list. A little orange triangle in the cell shows that there are comments about it.

Safari

OK, so I have made a comment, but what if I know that the value for Georgia is wrong and needs review. Rather than save the file and email it to one of my colleagues for review (and all the inherent problems that come with that), I choose to assign the Georgia value cell to one of my colleagues. Clicking on Team, Assign Cells brings up a dialog box:

Safari

Here IBM Docs allows me to create a new activity (in the activities area of Connections), give the task a title and assign it to someone with an instruction, due date and settings for their access.

The assignee gets an email and a link to the activity and spreadsheet and the ability to edit that value. I get a notification when the task is completed.

Safari

This ability to work socially and collaboratively on the same document is absolutely fantastic. It has been well thought-out by IBM and well integrated into Connections so that I can continue to work with it as the centre of my business activities.

The Good Citizen

Although IBM Docs spreadsheet currently lacks some of the high-end power which spreadsheet-jockeys would expect, there is a broad selection of functions available:

Safari

It also handles the round-trip to its desktop counterparts very well. By default IBM Docs stores the files as OpenOffice format and so opening them in, say, Lotus Symphony is as easy as downloading the file.

Spreadsheet Document ods

Download the file into Symphony:

Spreadsheet Document ods  Spreadsheet  IBM Lotus Symphony

I can also download and share in the traditional manner with my Excel counterparts:

Safari

The result is the same:

Spreadsheet Document xls

But what about something a bit more complex? Well, here’s an example I created in Excel recently. It’s a rollout plan for desktop computers:

GMB South West Plan v4 xlsx

Opening the file in IBM Docs produces this:

GMB South West Plan v41

Pretty good for a browser! IBM Docs Spreadsheets is a competent, compatible and easy to use browser-based alternative to a desktop spreadsheet application. It is also excellent at working in a social setting by not only sharing but managing the collaborative editing of individual cells with your team members.

Presentations

Presentations in IBM Docs works much like the other document types. You log in, go to your files, and create a new Presentation file. When it opens you see the familiar opening slide:

Presentation

It’s easy to change the master template to something a bit more interesting than the black and white:

Safari

Presentation

Each of the text boxes is editable, so putting titles and text in is as easy as it is in PowerPoint:

Presentation

Like its counterparts, IBM Docs Presentations is intended to be collaborative and social and so it becomes easy to flesh out a presentation and assign individual slides to your colleagues to work on, again without the messy need for sending emails with files around and then trying to merge the results:

Presentation

Delivering a presentation

I must confess to having been a bit skeptical about how good a browser-based presentation would be. When you switch into Presenter mode, a new window pops up maximised to the size of your window. Pressing F11 puts you into full screen mode:

IBM Docs

Clicking the mouse on up/down on the cursor keys is all you need to move through the slides like you would in PowerPoint.

For a bit of pizzazz, IBM Docs Presentations also includes slide transitions. Here’s an example screencast of transitions working in a web browser window:

Summary

In summary therefore I hope you can see that IBM Docs brings something new to the world of browser-based office productivity. It gives you the familiar controls and features virtually all of us use on a daily basis but removes the headache of trying to manage the input of others into your work. By working socially and collaborating on the content you can use IBM Docs to smoothly prepare for that big presentation, or review that document in a way which I believe is unique in the market.

Thanks for sticking with me on this two-part series, I hope that you’ve found this look at IBM Docs useful and would love to hear your comments.

IBM Docs beta – Social Document Creation

IBM Docs is the new name for the technology preview which was previously called IBM LotusLive Symphony. It essentially is IBM’s foray into the browser-based office productivity suite and competes at some levels with Google Docs and Microsoft Office 365.

My Files 2

So what does IBM Docs have going for it that the others don’t?

  1. Its free
  2. It supports real time collaboration on a document – i.e. two people working on the same document at the same time.
  3. It’s compatible with OpenOffice and Microsoft Office document formats.
  4. It will be available as an on-premises install as well as IBM-hosted cloud offering.

For me its the last of these points which will allow organisations to really make the leap into a much simpler, integrated and browser-based IT model. If your organisation isn’t yet ready to embrace a private or public cloud offerings, IBM Docs is one of the first to offer you the benefits of browser-based document editing, but hosted on your own servers in your own premises.

So what does IBM Docs do and how good is it?

IBM Docs is currently available for you to play around with on IBM’s Lotus Greenhouse site. The screenshots in this blog post are from that system and I recommend you have a go with your own documents to get a feeling for the features.

Creating a wordprocessing document

When you click on the New Document button, you’re asked to provide the name of a document to create. After this, you see the following screen:

Wordprocessor Document

You begin typing like you would in any other word processor.

Wordprocessor Document 2

As you can see from the above, it supports the usual headings and text formatting controls we’ve become used to. More complex documents are also supported with tables and other special layouts.

Safari

So far, nothing much different from other online document editors. However, lurking under the Team menu option, or if you pop the sidebar out you find that the social aspects appear.

Social Word Processing

Wordprocessor Document 3

IBM Docs lets you assign different sections of the document to different users, with actions to be assigned and workflow around the review. In the screenshot below I have created a couple of sections, one for me to work on and one for my colleague Martin to work on.

Wordprocessor Document 4

Martin and I can now collaboratively work on the document, constrained in this case by the sections I have set up. When I have done my part, I can mark my section complete and move it onto the next section of the workflow.

Safari 2

In the above example I have entered my text. When I click on Mark Complete an email is sent to the approver (me in this case). As the approver I have a number of options to progress the edit:

Safari 3

If I come out of the IBM Docs document and then go to Activities on Greenhouse, I find that a new activity has been created for my document because I created assignments on the different sections. Opening the Activity up shows the different tasks, the assignments and the current status of those assignments:

Safari 4

Because these assignments are treated like any other in Activities, they now appear in my To Do list in Connections. If I have set up the Activities sidebar in the Notes client, they’ll be there too. Particularly nice is the fact that the individual entries in the Activity contain a link to the document itself.

Sharing your document with others

IBM Docs offers a broad range of options for sharing your work with others. The obvious one is that you can share the document online and send people a link. However, the concern that probably most people have about such an online system is the ability to save the document as a Word or other format file.

The good news is that this is easy to achieve.

Safari 5

Simply select More Actions, Download as Microsoft Office to download your document in Microsoft office format.

Wordprocessor Document doc  Compatibility Mode

The result, as you can see above is a very acceptable rendition of the document, in this case shown in Microsoft Office Word 2011 for the Mac.

Uploading your own documents

Having shown how good IBM Docs is at creating and sharing documents, what about uploading pre-existing documents into it? I uploaded a proposal document I created as a .docx file (new Office format) into IBM docs.

D2 001 DP 01

As you can see, IBM Docs does a pretty good job at rendering it in a working format. Here’s the original in Word:

D2 001 DP 01 docx

Next time I’ll take a look at the features of the Spreadsheet area in IBM Docs. I hope you’ve enjoyed this glimpse into the Technical Preview of IBM Docs.

IBM Docs beta – Social Document Creation

IBM Docs is the new name for the technology preview which was previously called IBM LotusLive Symphony. It essentially is IBM’s foray into the browser-based office productivity suite and competes at some levels with Google Docs and Microsoft Office 365.

My Files 2

So what does IBM Docs have going for it that the others don’t?

  1. Its free
  2. It supports real time collaboration on a document – i.e. two people working on the same document at the same time.
  3. It’s compatible with OpenOffice and Microsoft Office document formats.
  4. It will be available as an on-premises install as well as IBM-hosted cloud offering.

For me its the last of these points which will allow organisations to really make the leap into a much simpler, integrated and browser-based IT model. If your organisation isn’t yet ready to embrace a private or public cloud offerings, IBM Docs is one of the first to offer you the benefits of browser-based document editing, but hosted on your own servers in your own premises.

So what does IBM Docs do and how good is it?

IBM Docs is currently available for you to play around with on IBM’s Lotus Greenhouse site. The screenshots in this blog post are from that system and I recommend you have a go with your own documents to get a feeling for the features.

Creating a wordprocessing document

When you click on the New Document button, you’re asked to provide the name of a document to create. After this, you see the following screen:

Wordprocessor Document

You begin typing like you would in any other word processor.

Wordprocessor Document 2

As you can see from the above, it supports the usual headings and text formatting controls we’ve become used to. More complex documents are also supported with tables and other special layouts.

Safari

So far, nothing much different from other online document editors. However, lurking under the Team menu option, or if you pop the sidebar out you find that the social aspects appear.

Social Word Processing

Wordprocessor Document 3

IBM Docs lets you assign different sections of the document to different users, with actions to be assigned and workflow around the review. In the screenshot below I have created a couple of sections, one for me to work on and one for my colleague Martin to work on.

Wordprocessor Document 4

Martin and I can now collaboratively work on the document, constrained in this case by the sections I have set up. When I have done my part, I can mark my section complete and move it onto the next section of the workflow.

Safari 2

In the above example I have entered my text. When I click on Mark Complete an email is sent to the approver (me in this case). As the approver I have a number of options to progress the edit:

Safari 3

If I come out of the IBM Docs document and then go to Activities on Greenhouse, I find that a new activity has been created for my document because I created assignments on the different sections. Opening the Activity up shows the different tasks, the assignments and the current status of those assignments:

Safari 4

Because these assignments are treated like any other in Activities, they now appear in my To Do list in Connections. If I have set up the Activities sidebar in the Notes client, they’ll be there too. Particularly nice is the fact that the individual entries in the Activity contain a link to the document itself.

Sharing your document with others

IBM Docs offers a broad range of options for sharing your work with others. The obvious one is that you can share the document online and send people a link. However, the concern that probably most people have about such an online system is the ability to save the document as a Word or other format file.

The good news is that this is easy to achieve.

Safari 5

Simply select More Actions, Download as Microsoft Office to download your document in Microsoft office format.

Wordprocessor Document doc  Compatibility Mode

The result, as you can see above is a very acceptable rendition of the document, in this case shown in Microsoft Office Word 2011 for the Mac.

Uploading your own documents

Having shown how good IBM Docs is at creating and sharing documents, what about uploading pre-existing documents into it? I uploaded a proposal document I created as a .docx file (new Office format) into IBM docs.

D2 001 DP 01

As you can see, IBM Docs does a pretty good job at rendering it in a working format. Here’s the original in Word:

D2 001 DP 01 docx

Next time I’ll take a look at the features of the Spreadsheet area in IBM Docs. I hope you’ve enjoyed this glimpse into the Technical Preview of IBM Docs.

Lotus Notes gets social

One of the main announcements at Lotusphere 2012 was the name of the forthcoming next version of the Lotus Notes client – Lotus Notes Social Edition.

It represents a re-focusing of the Client towards Social Business and encourages the use of many of the technologies in IBM Connections for a more productive work environment. From Ed Brill’s Flickr feed, you can see a screenshot of what it will likely look like:

6713811587 fcf213ced1 z

Why is this important for social business, however? And would it encourage a current non-Lotus Notes organisation to switch?

Why is it important for social business?

Many of us work in organisations which have some form of electronic workflow going on. Whether its automated notifications from a server because it’s low on disk space, or whether it’s a request for a vacation or to approve a purchase order, a lot of what lands in our inbox these days is not necessarily written by one of our colleagues, but instead is an automatic notification about something.

We’ve all experienced the sinking feeling when we’ve been away from our email for a couple of days and return to hundreds of unread messages. We have to pick through these for the information that is truly useful; for the messages which convey something we need to action or something we need to know. The rest of it normally goes in the trash.

By automating many of these workflows into Activities in IBM Connections these notifications become a “river of news” which, although important, is separated from actual communication by the Lotus Notes Social Edition client.

For a social business, you can interact with the activity stream in the same way as you would read a twitter feed. You can filter this according to a variety of criteria and essentially “tune out” to what you consider to be noise.

The important thing here, though, is that the activity stream is an important part of your information dashboard. The screenshot above shows the Stream, the Inbox and the Calendar – these are the basic things you need to have access to in order to participate in the social business.

This is something which will be unique to Lotus Notes Social Edition.

By using the social business tools within Connections, such as Wikis, Activities and Blogs, the activity stream can give you the updates and notifications you need, but separate from actual communications via email.

Would it encourage switchers?

The Lotus Notes Social Edition is the first truly social email system built for business. It combines email, calendaring and the activity streams in a way which the modern workplace will warm to. Because Notes is now going to separate email from workflow and status updates, the end user will have greater clarity of what’s going on.

Would it encourage people to abandon their “legacy” email clients in favour of a Social system? I believe so because:

    1. The complexity of the user interface has been greatly reduced. Compare the screenshot above with your average Microsoft Outlook 2010 screenshot and you’ll see what I mean.
    2. Email is still an important part of business communication but overload of information is something we all recognise.
    3. It brings the advantages of social collaboration into the centre of the daily work environment, rather than it being an afterthought or something which users need to go somewhere else to see.
    4. A social business is one which is more engaged with its work and will therefore be more productive.

These plus I am sure many other reasons will encourage businesses to look at IBM’s fresh approach to business productivity and help them evolve into social businesses to stay ahead of their competition.

Not bad for a 22-year-old product!

Winning friends, sales and influencing people with social business

Having just returned from Lotusphere in Orlando, Florida and just about shaken off jet lag, I have started to reflect on what was certainly for me the best ever Lotusphere.

Apart from the glitz, glamour and energy around, I was surprised by the number of people I knew. Most of them I had never met in person, but I was familiar with because of their online presence in Twitter, LinkedIn, Facebook and the IBM community sites we all hang around in. Often I would introduce myself to someone who’s name I recognised from their name badge, who would then say “Ah, Alan – @alanghamilton – My twitter handle was the thing they recognised me from (they wouldn’t say the @, I just added it in a shameless self-promotion attempt).

Apart from being a good ice breaker, people already “knew” me. We would immediately continue discussing a topic we had exchanged electronically. This was great and helped make me feel less of a “party of one” as these events can often do.

In a social context all this is to be expected, but in a social business, think how much more cohesive an electronic community such as this could make an organisation? People with common problems or interests might never meet each other in person because they are separated by geography, divisional structure or company can collaborate on topics of mutual interest simply by PARTICIPATING in communities, broadcasting what they are doing, and posing questions to others.

In a large organisation you frankly don’t know who is out there who might simply have the answer or experience you’re looking for. A system of engagement, like IBM Connections, often turns into a system of record (i.e. the place where things are stored and referred to) by people participating and using the social business tool as a reference point.

Most of us, however, work in small companies. So small, in most cases, that we all know who our colleagues are and broadly what they know and don’t know. In such situations you might think that social business solutions are not really much value. But that’s where you’d be wrong.

At Lotusphere this year Jeff Schick pointed out how important it is for organisations to differentiate themselves from each other. It is simply not enough to have a better product, lower price, or better service nowadays. Small businesses have the agility and nimbleness to make change quickly and it is in the area of social business that I believe they can really win – and win fast.

By making their business more transparent to their customers, exposing who in their organisation are experts in their subject matters, allowing customers to pinpoint individuals who can help them, and providing not so much a window on the company but a door customers can come through whenever they want then small business can transform their fortunes through social business.

By engaging the people you work with, and most importantly, your customers in social business you build long-lasting trust-based relationships. Sales will come not by formal proposals, and long lead-generation processes but by simply being the best darned company out there that does what the customer wants.

The old sales mantra of making it easy to buy for the customer is surely encapsulated in social business. By being truthful, trustworthy, outgoing and engaging, any business can win the friendship and trust of people they have never met and find they have much more in common than they knew – much like I did this year at Lotusphere.

Social Business is all about ROI

In Social Business there are two types of ROI:

Return on Investment

Risk of Ignoring

Which type of business do you work for?

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